Training and Quality Assurance Manager

Responsibilities

Co-design, develop and deliver robust customer quality assurance frameworks, processes, and guidelines for customer care agents. Create a robust training programme and oversight of all training assets developed by the team or in the business to ensure alignment to training and system requirements of the department.

Work closely with Customer Service Managers and cross-functional teams to create learning content, coaching methodologies and service boosters that support new and existing customer care agents. Respond efficiently and effectively to service areas requiring immediate and ongoing improvement as identified through quality assurance observations, data insights and performance analysis.

The role reports to the Head of CxHub Operations and oversees operational quality assurance and training with a team of Customer Service QA Specialists and Customer Service Training Facilitators.

Customer Centric Delivery

• Define, design, develop, and deliver Service Excellence frameworks and metrics that enable accurate performance assessments quantifying customer satisfaction.
• Develop and execute quality assurance frameworks, processes, and guidelines.
• Design, develop and deliver training programs, quality assurance monitoring and reporting.
• Develop training content and build a knowledge repository.
• Research and development of a central knowledge interface accessible to all contact centre teams.
• Assess training needs of team members and create tailored development plans to address skill gaps.
• Contribute to development, execution, and measurement of quality improvement strategies.
• Collaborate with key stakeholders to drive training and quality assurance standards and processes across the CX Hub.
• Prepare and analyse quality assurance reporting to provide a snapshot of challenges and opportunities.
• Use quality assurance and performance reporting tools to inform training and development inputs and appropriate delivery mechanisms.
• Continuous review and improvement of the quality of training content to ensure high performing contact centre teams.
• Collaborate with cross-functional teams to align training initiatives with customer experience goals and initiatives.

People (Self, Team & Organisational)

• Work closely with Customer Experience Manager and Data Analytics and Reporting Manager to identify training gaps and trends from data.
• Encourage a culture of continuous learning and improvement by introducing innovative training methodologies and tools.
• Empower team members within the Customer Experience Hub to take ownership of their responsibilities.
• Provide end-to-end support training and onboarding to coordinators.
• Foster a culture of accountability, encouraging proactive problem-solving and continuous professional growth.
• Align individual and team goals with CX Hub objectives to ensure commitment to service excellence.
• Support and develop team members through targeted coaching, mentoring, and professional development.
• Enable high performance teams through effective and high-quality training and development interventions.
• Promote collaboration and effective communication within the CX Hub and across departments.
• Recognise and reward contributions and achievements to motivate and retain top talent.
• Ensure team members understand their roles and responsibilities.

Governance & Compliance

• Ensure the QA and Training team complies with relevant regulations and organisational governance frameworks and standards.
• Drive the operational implementation of structures, policies, processes, procedures, and frameworks.
• Review and update training content regularly to reflect changes in policies, procedures, and regulatory requirements.
• Ongoing participation in identification and mitigation of risks related to QA and Training team delivery.
• Implement processes to track and measure the impact of training on compliance-related performance indicators.

Requirements

• Relevant Degree or equivalent or relevant work experience (essential).
• Relevant Courses or Certifications in Quality Assurance, Learning & Development, Training facilitation or equivalent experience (highly advantageous).
• +5 years' experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre, or similar role, managing the design, development and delivery of quality assurance and learning solution frameworks, policies, procedures, and guidelines.
• A proven track record of managing quality assurance and related activities in a contact centre environment (essential).
• Understanding of quality assurance, performance evaluation and performance improvement interventions (essential).

Knowledge and Skills

• Team Collaboration - Recognises and values the contributions of others, prioritizes team goals, and assists others in achieving them.
• Builds collaborative partnerships and is committed to co-operating with others to achieve organizational objectives.
• Customer Centricity - Puts internal and external customers first, seeking to understand their needs and satisfaction.
• Recommends workable solutions that consider immediate demands and future impacts.
• Quality Orientation - Sets high-quality standards and maintains them even under pressure.
• Process Improvement - Identifies inefficiencies and redesigns workflows for incremental improvements.
• Plans and manages projects to enhance operational efficiency.
• Passion for Learning & Development - Innovates with trending learning solutions and appreciates traditional methods.
• Identifies and develops effective learning interventions and enjoys coaching and mentoring others.
• Analytical Thinking - Comprehends new concepts, investigates solutions, and integrates data to optimize decisions.
• Takes responsibility for their work and makes informed, straightforward decisions.
• Communication Skills - Communicates clearly, audibly, and authoritatively.
• Writes succinctly, adjusting detail for different audiences, and maintains clear and comprehensible written work.
• Results-Driven - Takes a systematic approach to work, consistently meeting productivity levels and targets.
• Manages time effectively, ensuring tasks and projects are completed on time.
• Commitment to Best Practices - Keeps up with the latest trends and best practices in the field.
• Shares knowledge and extends best practices to others.
• Accountability and Initiative - Holds oneself accountable for actions and decisions.
• Recognizes the impact of actions and takes responsibility for outcomes.
• Interpersonal Skills - Communicates confidently and openly, showing patience and consideration.
• Listens to others and adapts interpersonal style to suit the situation.
• Execution & Achievement - Plans activities and projects in advance, with contingency plans in place.
• Adaptability - Responds quickly to challenges, maintaining quality under pressure.
• Adapts to new ideas, procedures, or processes to achieve results.
• Innovation and Analysis - Analyses information systematically and develops innovative solutions.
• Evaluates the impact of proposed solutions and implements new ways of working.
• People Leadership & Development - Applies effective team goal setting, problem-solving, and performance management.
• Deals constructively with employee performance and applies people practices and policies.
• Passionate about coaching and mentoring others for success.
• Governance & Ethics - Adheres to governance policies, Code of Conduct, and ethical behaviour.
• Addresses non-compliance and implements corrective measures.